RIPUC - Annual ReportDec ‘17 Jan ’18 Feb March April May June July Aug Sept Oct Nov 500 400 300...

Annual ReportDecember 2017 – November 2018

T.S. Writing Services, LLCPublication services provided by

December 2017 – November 2018 | 1

highlights & about .................................................................................. 2

a message from. . . ................................................................................. 3

outreach education ............................................................................... 4

Sprint Accessibility: news & enhancements ...................................... 8

Rhode Island Relay statistics ............................................................. 16

meet the Sprint Accessibility team ................................................... 22

appendices ............................................................................................ 23

table of contents

2 | Rhode Island Relay Annual Report

about

Rhode Island Relay uses state-of-the-art technology to bring telephone accessibility to customers who are deaf, hard of hearing, deafblind, or speech-disabled.

Rhode Island Relay also works with the Rhode Island Public Utilities Commission to educate Rhode Islanders about its products and services via exhibit booths, presentations, one-on-one training, workshops, and networking events.

2016: Sprint Accessibility is awarded the Rhode Island Relay contract to provide relay

services from December 1, 2016 to November 30, 2021.

2017: Rhode Island Relay provided outreach through 69 exhibitions, meetings, events,

and trainings in 16 cities and towns, reaching over 2,500 people.

2018: Sprint Accessibility developed an FCC recertification renewal

boilerplate for the Rhode Island Public Utilities Commission to continue providing relay services for the next five years.

highlights

www.rhodeislandrelay.com www.rhodeislandcaptel.com


Sprint Accessibility is pleased to present to the Rhode Island Public Utilities Commission administration this annual report outlining trends in telecommunications relay services and CapTel service, along with highlighting outreach education to Rhode Island consumers.

During this reporting year, the Rhode Island Relay Customer Relations Manager, with the Rhode Island Relay Manager, continued outreach efforts across the state. The team participated in 55 outreach activities in 15 towns, reaching 5,800 Rhode Islanders; read more on page 4. Relay education and sponsorship efforts included:

• Police Annex in Providence; 150 attended.• Residential Service Coordinator Conference in

Newport; 300 attended.• Hearing Loss Awareness Expo in Providence;

150 attended.• Two-day Air Show in Quonset; 150 attended.• Printing 750 copies of Deaf Awareness

Activities pamphlets.• Parkinson’s Awareness 5K Walk in Greenwich;

150 participated.

We exceeded the TRS service level requirement of 85% with a year-end average of 97.3% and average speed of answer of 1.2 seconds. In addition, we:

• Developed and completed an 87-page Federal Communications Commission (FCC) recertification renewal boilerplate for the Rhode Island Public Utilities Commission administration; FCC approved the provision of relay services for the next five years.

• Completed the Rhode Island Relay interstate TRS fund data collection report.

• Developed the FCC annual report on Rhode Island Relay consumer complaints.

The Customer Relations Manager, Rhode Island Relay Manager and Sprint Accessibility team achieved certification for required courses in FCC IP CapTel Service Consent Decree, Sprint Ethics, and Do Not Contact.

Rhode Island Relay session minutes this fiscal year showed a significant decrease in the following:

• TTY-based calls: 34.3%, or 15,490 minutes• CapTel: 36.8%, or 17,920 minutes

However, there was an increase in:• Speech-to-Speech: 20%, or 35 minutes• Relay Conference Captioning (billable): 628%,

or 6,780 minutes

Sprint Accessibility appreciates the Rhode Island Public Utilities Commission, the Rhode Island Relay Manager, and state relay users for the opportunity to provide Rhode Island Relay services, education, and customer support.

Respectfully,

Michelle VicinoCustomer Relations Manager Rhode Island Relay(860) 899-1097 [email protected]

a message from. . .

“. . .the best possible in relay services, education, and customer support.”


outreach education

The Rhode Island Relay Customer Relationship Manager and the Rhode Island Relay Manager — who works full-time in the state of Rhode Island — promoted relay service awareness through product and service demonstrations, exhibitions, presentations, trainings, event contributions, networking, and information dissemination throughout the state, and via the www.rhodeislandrelay.com and www.rhodeislandcaptel.com websites.

Activities focused on traditional TRS, Speech-to-Speech, CapTel, and Relay Conference Captioning products and services. Highlights include exhibiting or presenting at:

• Police Annex in Providence; 150 attended.• Residential Service Coordinator Conference

in Newport; 300 attended.• Hearing Loss Awareness Expo in Providence;

150 attended.• Two-day Air Show in Quonset; 150 attended.• Parkinson’s Awareness 5K Walk in Greenwich;

150 participated.

Rhode Island Relay also printed 750 copies of the Deaf Awareness Activities pamphlet and Coffee Hour postcards, which were mailed to consumers. In addition, Rhode Island Relay sponsored the Providence Children’s Museum Magic Show. Finally, information was provided at senior centers, specialized meetings, and networking sessions.

See appendix for comprehensive outreach list.

• Cranston*• East

Greenwich• East

Providence*• Lincoln• Narragansett• Newport*• Pawtucket• Portsmouth

• Providence*• Quonset• Smithfield*• South

Kingstown• Wakefield• Warwick*• Woonsocket* Repeat visits were made to this town.

Rhode Island Relay provided 55 events, reaching 5,800 people in 15 towns:


Website TRSThe Rhode Island Relay TRS website, at www.rhodeislandrelay.com, was updated in September. This online tool provides information explaining how different types of traditional relay calls are handled; online form to request a presentation, exhibit or one-on-one training; and has additional resources.

During this calendar year for TRS, there were 1,527 page views.

CapTel The Rhode Island Relay CapTel website, at www.rhodeislandcaptel.com, provides information on how CapTel calls are handled, shares testimonials from CapTel users, presents information about CapTel phone models, assists consumers with choosing the appropriate CapTel phone for their needs, and offers additional resources. Customers can also chat online with customer service representatives.

During this calendar year for CapTel, there were 190 page views.

Dec ‘17 Jan ’18 Feb March April May June July Aug Sept Oct Nov

500

400

300

200

100

0

# Visitors

# Page Views

1323

1638

2273

33139

2070

127167

1565

85187

292387

54139

1525

162214

Rhode Island Relayrhodeislandrelay.com Google Analytics Dec 2017 - Nov 2018 Website Statistics

VISITORS: Total number of visitors.

PAGEVIEWS: Total number of pages viewed.

Yearly Total New Visitors: 824 visitors

Yearly Total % New & Returning Visitors: 93.5% & 6.5%

Yearly Total Pageviews: 1,537 pages

Dec ‘17 Jan ’18 Feb March April May June July Aug Sept Oct Nov

200

150

100

50

0

# Visitors

# Page Views

66

00

33

23

00

34

11

33

164166

22

00

22

Rhode Island CapTelrhodeislandcaptel.com Google Analytics Dec 2017 - Nov 2018 Website Statistics

VISITORS: Total number of visitors.

PAGEVIEWS: Total number of pages viewed.

Yearly Total New Visitors: 183 visitors

Yearly Total % New & Returning Visitors: 97.9% & 2.1%

Yearly Total Pageviews: 191 pages


Online PresenceTo provide immediate information access, Rhode Island Relay provides a Facebook page for the TRS, Speech-to-Speech, and CapTel services.

The Rhode Island Relay TRS Facebook page presents news such as upcoming Rhode Island Relay outreach events, lists future open-captioned movies, shares posts by the Rhode Island Commission on the Deaf and Hard of Hearing, internet-based products and services, and more.

LiteratureThe 12-page brochure explaining Rhode Island Relay services was revised in March.

Advertisements Visibility and community support are important components of Rhode Island Relay outreach efforts, including:

• Printing 750 copies of the Deaf Awareness Activities pamphlet and Coffee Hour postcard to mail to consumers.

• Sponsoring the Providence Children’s Museum Magic Show.

Promotional ItemsPromotional items were distributed at outreach events to share information about Rhode Island Relay services. This year, the notepads were ordered in August.

√ PERSPECTIVES’ FAMILY FUN DAY Wed, Sept. 5th, 5:30pm ‐ 7:30pm Biomes Marine Biology Center

6640 Post Road, North Kingstown, RI Contact: Heather, hniedbala@perspec�vescorpora�on.com

RI DEAF SENIOR CITIZENS’ LABOR DAY LUNCH

Tues, Sept. 11th, 9am ‐ 1pm 529 Plainfield St, Providence, RI

RSVP required by Sept. 4th: [email protected]

√ ¤ + DEAF AWARENESS PROCLAMATION Wed, Sept. 19th, 6pm Pawtucket City Council

137 Roosevelt Ave, Pawtucket, RI Contact: Michael Baer, [email protected]

√ ¤ + RIEDHI’S BACK TO SCHOOL BREAKFAST Thurs, Sept. 6th, 9am ‐ 12pm

Rhode Island Shriners One Rhodes Place, Cranston, RI Contact: Liza Then, [email protected]

√ ¤ + RICDHH PUBLIC MEETING Wed, Sept. 12th, 6pm

Dept. of Adm. Building, Conf. Rm A One Capitol Hill, Providence, RI

Contact: Pamela Zellner, [email protected]

√ ¤ + OSCIL’S DEAF SELF‐ADVOCACY Fri, Sept. 21st, 11am ‐ 3:30pm

OSCIL, 175 Main St, Pawtucket, RI Contact: Margaret Molloy, [email protected]

(This e�ent is tenta��e)

√ ¤ + DEAF AWARENESS MONTH KICK‐OFF Fri, Sept. 7th, 1:30pm

RI School for the Deaf, Gym One Corliss Park, Providence, RI

Contact: Nancy Maguire Heath, [email protected]

√ ¤ RIAD’S GENERAL MEETING Sat, Sept. 15th, 10am ‐ 12pm Perspec�ves Warwick O�ce

64 Dewey Avenue, Warwick, RI Contact: Danielle Loughlin, [email protected]

√ ¤ CORLISS’ FASHION SHOW Wed, Sept. 26th, 1pm ‐ 4pm The Corliss Ins�tute, Inc

290/292 Main Street, Warren, RI Contact: Bunmi Osho, [email protected]

√ ¤ + CANCER SURVIVORS SUPPORT GROUP Sun, Sept. 9th, 1pm ‐ 3pm

Miriam Hospital, Room: Hurvitz 2 164 Summit Ave, Providence, RI Contact: Bonnie Abols, [email protected]

RIAD’S OPEN CAPTIONED MOVIE Sat, Sept. 15th, 1pm

CinemaWorld Lincoln 16 622 George Washington Hwy, Lincoln, RI

Contact: Danielle Loughlin, [email protected]

√ ¤ + A QUIET PLACE FILM (OPEN CAPTIONED) AND PANEL DISCUSSION

Fri, Sept. 28th, 6pm ‐ 9pm Brown �niversity, Providence, RI �Loca�on TBA�

Registra�on/�cket will be required. Contact: Timothy Riker, [email protected]

√ IPAD/IPHONE DEMONSTRATION Mon, Sept. 10th, 17th & 24th, 1pm ‐ 2pm

40 Fountain St, Providence, RI Please contact for availability. Registra�on is required. Denise Corson, [email protected] or 462‐7857

√ ¤ BRIDGEMARK’S RALLY FOR RECOVERY Sat, Sept. 15th, 2pm ‐ 7pm

Roger Williams Na�onal Memorial 282 North Main St, Providence, RI Contact: Deb Raiche, [email protected]

√ ¤ + COLLAGE CREATORS/MAGIC SHOW Sun, Sept. 30th, 9am ‐ 12:30pm Providence Children’s Museum 100 South Street, Providence, RI

Contact: Kristen Read, [email protected]

√ = FREE ADMISSION ¤ = ASL INTERPRETER + = CART If you need any other reasonable accommoda�ons� �lease call ��1‐256‐5511 or email: [email protected]

Rhode Island Relay services are provided by Sprint under contract agreement with Rhode Island Public Utilities Commission. Rhode Island Relay is funded by surcharge established through a Commission Order in R.I.P.U.C. Docket No. 2046, pursuant to Rhode Island General Law 39-1-42. CapTel is a registered trademark of Ultratec, Inc. © 2018 Rhode Island Relay - All Rights reserved.

A-FMRI-0001 v03-2018

For questions or feedback, contact us!Rhode Island Relay Customer Support n 866-703-5485 (TTY/Voice)

n 800-676-4290 (Español)

n 877-787-1989 (Speech-to-Speech only)

n 866-931-9027 (Voice Carry-Over only)

n 877-877-3291 (Fax)

n [email protected] (Email)

n rhodeislandrelay.com (Website)

CapTel Customer Support n 888-269-7477 (CapTel/TTY/Voice)

n 866-670-9134 (Español)

n 608-204-6167 (Fax)

n [email protected] (Email)

Live Chat with CapTel Customer Service from www.rhodeislandcaptel.com

Rhode Island Relay offers Voice Carry-Over (VCO) a free service that enables a person with hearing loss to use his/her voice to speak directly to a hearing person on the phone.

A late-deafened individual who has difficulty hearing over the phone will find that VCO is the perfect communication solution.

Mother speaks to her son directly.

The son speaks to his mother, and the relay operator types everything the son says, word for word, to the mother.

The mother reads on a TTY screen what her son says.

For people with a hearing losswho prefer to speak.

Voice Carry-Over711 or 844-357-1592

OTHER VCO FEATURES Rhode Island Relay also offers three call features: VCO to TTY, VCO to VCO, and VCO to HCO.

For more information on VCO services:

rhodeislandrelay.com/vco

3

2

1

3

2

1

Check

www.cdhh.ri.gov for more details!

September 2018

Deaf A

wareness

Month

Rhode Island Commission on the Deaf and Hard of Hearing One Capitol Hill Providence, RI 02908

DON’T MISS DEAF AWARENESS MONTH KICK‐OFF

ON SEPT. 7TH!

PARTNERS:

Rhode Island Commission on the Deaf and Hard of Hearing One Capitol Hill, Ground Level Providence, RI 02908-5850

S AV E T H E D A T E ! NOVEMBER 7, 2018







ASL Interpreters/CDI and CART will be provided. Please call

48 hours in advance if additional accommodations are

necessary to ensure equal participation.

Program Refreshments Guest Speakers Exhibit Booths Gift Cards Drawing

Rhode Island Commission on the Deaf and Hard of Hearing

YOU ARE CORDIALLY INVITED TO ATTEND

OUR 17TH ANNUAL COFFEE HOUR

RICDH

H’S 17

TH AN

NUAL

COFFE

E HOU

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Time: Date:

Where: RI State House Governor’s Reception Room 82 Smith Street, Providence, RI 02903

For more information: Phone: 401-256-5511 E-mail: [email protected]








RICDH

H’S 17

TH AN

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COFFE

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RICDH

H’S 17

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FCC TRS Recertification ProjectOn July 19, 2017, the Federal Communications Commission (FCC) issued a Public Notice to remind TRS state programs to submit a recertification renewal application. This recertification application required evidence of specific relay mandates. States were required to complete the recertification process before the certifications expired July 25, 2018. A state could apply for renewal one year prior to expiration.

Sprint Accessibility took the initiative in developing and distributing an FCC recertification renewal template of typically than 100 pages for its state customers; Rhode Island‘s report was 87 pages. Sprint Accessibility responded to most of the directives, leaving the states — including Rhode Island — with fewer questions to answer. In addition, Sprint provided support when states requested it.

On July 16, 2018, the FCC granted approval to Rhode Island Relay to continue providing telecommunications relay services for the next five years.


Carrier of ChoiceOn August 24, 2016, the Federal Communications Commission (FCC) granted waivers of long-distance carrier of choice (COC) and billing options for wireline relay providers who choose not to pass any charges to the end user.

In order to modernize relay services and to ensure end users pay rates no higher than other non-relay telephone users for calls, Sprint completed an upgrade of its TRS and CapTel systems to remove long-distance billing and COC functions in June 2017. This decision has not adversely impacted Rhode Island Relay or any of our other state customers, federal customers, or any of the end users. The upgrade has already resulted in multiple benefits:

• Less cost to the end user, as they will receive domestic calling at no charge — without toll charges or operator billing services.

• A faster, more efficient calling process with no billing or COC information required.

• A more efficient relay program with less time spent on call set-up.

• An easier transition process to advanced IP-based networks and platforms.

Sprint will continue educating users on placing several types of calls:

• Long Distance/Toll Calls: Domestic calling is available at no charge for TRS and CapTel.

• Correctional Facilities: Sprint will process calls from inmates at correctional facilities without

Sprint Accessibility: news and enhancementsSprint Accessibility offers communication products and services to reduce or eliminate communication barriers for customers who are deaf, hard of hearing, deafblind, have a hearing and vision loss, or cognitive, speech or mobility disability. In the past year, Sprint has continued to deliver relay updates and other exciting accomplishments to better serve customers and end users.


charge. Please note, inmate calling services (ICS) providers may assess fees directly to relay users — as is done for non-relay callers.

• Payphones: Sprint will provide domestic and international calling at no charge for relay callers using payphones.

• International Locations: Sprint will provide outbound international calling at no charge for TRS and CapTel users.

• Directory Assistance (DA): Sprint is offering access to DA at no charge through our relay service.

• Operator Services: The waiver of long-distance COC and billing options means end users no longer have a need for billing support through relay service. As a result, Operator Services and Operator Services for the Deaf (TTY access) will be decommissioned.

Pay-Per-Call and 900 NumbersFCC regulation 47 CFR 64.604(a)(3)(iv), states: “Relay services shall be capable of handling pay-per-call services.” In 2017, many pay-per-call 900 vendors migrated to 8XX numbers.

In the past, these calls were charged via local telephone bills; now, pay-per-call vendors require a debit or credit card, as discussed at www.fcc.gov/consumers/guides/faqs-900-number-pay-call-services-and-fees. Sprint is in compliance with this rule, and provides pay-per-call services. If a caller wants to call a pay-per-call service, they can dial 711 and provide the 8XX for the pay-per-call service. There is no longer a need to process the call via a 9XX call path.

STARS Conference Sprint sponsors an annual conference for State Telecommunication Administrators of Relay by Sprint (STARS). The conference offers a valuable forum to discuss current FCC rules and upcoming industry trends; updates on Sprint Accessibility and its products and services, and marketing plans; and promotes idea exchanges among state relay administrators. This year’s STARS conference was held in June, and included a visit to the Austin CapTel Call Center in Texas.


TRS and CapTel centersSprint currently utilizes 13 relay centers geographically dispersed throughout the U.S. to handle TRS and CapTel calls. Sprint maintains the TRS platform technology, training, and workforce management for all TRS call centers. Our CapTel Service (CTS) subcontractor and technology provider, CapTel, Inc. maintains these items for all wireline CTS providers. In 2017, Sprint expanded CapTel call center operations by adding a Sprint-operated CapTel call center located in Austin, Texas, and a Communication Service for the Deaf (CSD)-operated center in Dayton, Ohio. Sprint anticipates opening a CapTel call center in Columbia, S.C. to continue to provide staffing and network diversity for customers. Sprint is able to provide diverse call routing options and can guarantee greater redundancy since the call centers are geographically separated. All CapTel call centers use the same CapTel technology and follow the same training and procedures, so no matter where the call is handled, CapTel users receive the same high-quality service.

Center Services

Appleton, WI CapTel

Arlington, TX CapTel

Austin, TX TRS, Spanish TRS, VCO, and CapTel

Dayton, OH TRS, STS, VCO, and CapTel

Honolulu, HI TRS and VCO

Lubbock, TX TRS, Spanish TRS, and CapTel

Madison, WI CapTel

Milwaukee, WI CapTel

Moorhead, MN TRS, STS, VCO, Customer Services, and Spanish TRS

Orlando, FL CapTel

Overland Park, KS Customer Service

Sycrause, NY TRS, Spanish TRS, VCO, and CapTel

Tampa, FL CapTel


In the below map, the red stars represent call center locations. The Sprint Accessibility logo represents its state customers.


December 2017 Decommissioned 900 access numbers assigned to each state and federal relay service.

January 2018 • Rolled out the Nationwide

Misdial Transfer program.• Added French Relay and

Federal Relay misdial numbers.• Implemented SIP Interim

Solution.

February 2018Provided agent refresher training on call-processing procedures, and progress of call/keeping the customer informed.

March 2018 • Updated the IP dial window to

include an answer greeting, ensuring Voice to IP callers are greeted consistently when connecting to IP products.

• Updated Sprint IP Relay Mobile app for iOS and Android for ongoing user-experience improvements.

• Provided agent refresher training on greeting and announcement.

April 2018• Continued to enhance the

Sprint IP Relay Mobile app with new releases of iOS and Android versions.

• Provided agent refresher training on call-processing procedures.

• Migrated all inbound toll-free numbers to an IP-based solution.

• Moved all outbound calls to an IP-based solution.

May 2018Provided agent refresher training on call-processing procedures, and progress of call/keeping the customer informed.

June 2018Provided agent refresher training on Nationwide Misdial Transfer program, learning how to direct or transfer callers to appropriate sources or operator mode.

July 2018• Enabled IP text pacing for Sprint

IP users. When requested, the agent can adjust the transmission speed in 5 WPM increments to anywhere between 10 and 1800 WPM.

• Expanded list of standard abbreviations for agents, and updated online help panel.

• Provided agent refresher training on call setup procedures including following caller-specific instructions.

• Provided agent refresher on call-transfer procedures.

• Provided disability awareness training.

August 2018• Updated Sprint IP Relay website

with:– One-number access for the

web and mobile application– Automatic registration,

verification, and 10-digit number assignment

– Improved accessibility for DeafBlind and low-vision consumers

– Updated Customer Profile• Provided agent refresher

training on progress of call/keeping the customer informed, verbatim typing/message relay, voice caller-pacing technique, and Voice-to-TTY answering machine procedures.

• Reviewed email call setup for Speech-to-Speech with agents.

• Educated agents about Children's Eye Health and Safety Month.

September 2018• Incorporated Misdial Transfer

performance expectations into twice-monthly quality audit.

• Updated software to ensure availability of maximum volume on all CapTel devices regardless of caption status.

• Updated Relay Conference Captioning ordering pages and websites for state relay services that provide RCC.

• Provided agent refresher training on greeting/announcement, gender identification and relay mode,

enhancements


December 2017-November 2018 | 13

and operator mode call-closing procedures.

• Educated agents about Usher Syndrome Awareness Month.

October 2018• Added CapTel call center in

Columbia, South Carolina.• Updated online help panel

with Customer Relationship Managers listings, agent identifiers, and support referral information.

• Updated Dial Window to include Customer Database Password entry field.

• Provided agent refresher training on typing and reading the complete message and caller-pacing techniques verbatim, along with Speech-to-Speech topics such as number-dialing verification, note-taking, physically challenged customers, stuttering, and appropriately utilizing the STS caller’s name.

• Educated agents on disability diversity.

November 2018• Updated Sprint IP Relay Mobile.• Resolved technical issues with

maximum font size on screen.• Fixed error messages received

when sending to invalid email addresses.

• Repaired scrolling option on conversation screen.

• Updated accessibility features to ensure compatibility with smartphones using Sprint IP app.

• Created alerts to notify users of latest app version.

• Added landscape view option.• Provided agent refresher

training on prompt outdialing technique, maintaining responsiveness and focus, and responding to requests for disabling caller’s Turbo Code mode.

• Released Sprint IP Relay feature allowing users to select “Use Braille Display” within Customer Profile and call-handling options.

• Educated agents on Alzheimer’s Disease.


Relay Conference CaptioningRelay Conference Captioning (RCC) is available for select states. Sprint Accessibility has approximately 15 states, including Federal Relay. Benefits include:

• Encryption on all scheduled events• No capacity limits• New look and feel• Setting functionality

For more information, visit the state relay website.

What is RCC?

RCC allows people who are Deaf or hard of hearing to participate in multi-party conference calls or webinars through an Internet-connected computer, laptop, or mobile device by reading real-time captioning online.


International Association of Accessibility Professionals Sprint is a member of the International Association of Accessibility Professionals (IAAP), and several of the Sprint Accessibility team members are IAAP-certified. As explained on its website, IAAP is a nonprofit, membership-based organization for individuals and organizations focused on accessibility and accessibility skills and strategies. Through IAAP, Sprint Accessibility provided a webinar on Sprint Teleconference Captioning.

Accessible Solutions for the Deaf, Hard of Hearing, and Individuals with Hearing Loss in the Workplace

Join us for our live webinar, “Accessible Solutions for the Deaf, Hard of Hearing, and Individuals with Hearing Loss in the Workplace”

on Thursday, April 26, 2018.

This webinar will provide in-depth background on the Americans with Disabilities Act that impacts the deaf and hard of hearing individuals. We will also talk about how your business/organization can best provide accessible solutions for your workforce with various types of hearing loss and disabilities. A high level overview of different resources that employers/organizations can tap into will also be covered.

Date: Thursday, April 26, 2018Time: 11:00 a.m. – 12:30 p.m. Eastern Speaker: Alana Beal, National Manager, Sprint Teleconference Captioning, Sprint Accessibility Registration: Register for the Accessible Solutions for the Deaf, Hard of Hearing, and Individuals with Hearing Loss in the Workplace webinar.Fees: Member*: $39; Non-Member: $79Additional Info: More information about Accessible Solutions for the Deaf, Hard of Hearing, and Individuals with Hearing Loss in the Workplace


relay statistics: TRS

telecommunicationsrelay service

The following information indicates

the trends in the annual total number

of session minutes, Speech-to-Speech

minutes, calls placed by end users, calling

trends, call origination, average speed of

answer and service level, and contacts

with customers. The numbers reflect

the traditional relay services (such as

TTY, Voice, Spanish TTY and Voice, Voice

Carry-Over [VCO], Telebraille, and Speech-

to-Speech [STS]) currently provided by

Rhode Island Relay.

See appendix for a complete statistics

report.

Session MinutesFigure 1 indicates the total monthly session minutes processed through Rhode Island Relay. The total of 29,719 TRS session minutes includes all aspects of TRS services including interstate, interstate directory assistance, international, toll-free, and 900 numbers. STS and CapTel minutes are reported separately. This total represents a significant decrease of 34.3%, or 15,490 less minutes, compared to the previous year.

Figure 1: Session Minutes

December 2,835 June 2,336

January 3,113 July 2,390

February 3,066 August 1,978

March 3,505 September 2,106

April 2,488 October 2,103

May 2,027 November 1,774

Speech-to-Speech Minutes

This reporting year contained 211 Speech-to- Speech (STS) session minutes, which is 20% more (or an increase of 35 minutes) than the previous year’s statistics. See Figure 2.

Figure 2: Speech-to-Speech Minutes

December 8 June 11

January 21 July 12

February 28 August 17

March 10 September 17

April 22 October 6

May 8 November 51


Relayed Call Volume Figure 3 depicts the total number of relayed calls processed through Rhode Island Relay. This reflects all calls handled by relay agents and includes completed calls and busy ring/no answer for all jurisdictions such as local, intrastate (both intralata and interlata), toll-free, directory assistance, 900, international, marine, and general assistance. STS is included as well. For this reporting period, there were 20,904 relayed calls, representing a decrease of 10.5%, or 2,452 fewer calls, compared to the previous year.

Figure 3: Relayed Call Volume







Calling TrendsIn August, specific information detailing where Rhode Island Relay TRS calls originated was presented in graphic form. The August 2018 map in Figure 4 shows where the highest concentrations are in red, yellow, green, blue and then salmon.

Call OriginationOn average, Voice Carry-Over (VCO) users originated the most frequent call type at 41.7% of Rhode Island Relay’s calls. Figure 5 shows call type by percentage.

Rhode IslandAugust 2018 - TRS

Statewide Call by Numbers

LEGEND500 to 1,000250 to 500100 to 25050 to 10025 to 5010 to 251 to 100 to 0 Rhode Island

August 2018 - TRSStatewide Call by Numbers

LEGEND500 to 1,000250 to 500100 to 25050 to 10025 to 5010 to 251 to 100 to 0

Fig. 4: TRS Calling Trends

28+1+22+41+8Fig. 5: Call Origination

TTY 27.5%

Voice 21.5%

TurboCode1.2%

VCO41.7%

HCO8%

Denise Corson of ATEL presenting with Rhode Island Relay Manager Melissa Rosenberg, at an ADA training for police on April 24.


Average Speed of Answer and Service Level Figure 6 illustrates that Sprint has exceeded the speed of answer requirement throughout the year.Average Speed of Answer (ASA) identifies the number of seconds required to answer a call. Rhode Island Relay’s TRS daily requirement is that 85% of all calls are answered within 10 seconds. The ASA was 1.2 seconds, and the Service Level (SVL) was that 97.3% of calls were answered within 10 seconds.

Figure 6: Answer and Service Levels

Month ASA SVL

December 1.0 97%

January 1.1 97%

February .9 97%

March .8 99%

April .6 99%

May .7 99%

June .8 98%

July .9 98%

August 1.2 97%

September 2.2 95%

October 1.6 96%

November 2.3 95%

FCC Annual Consumer Contact Log: TRSSprint prepares and submits the mandatory Federal Communications Commission (FCC) Annual Consumer Contact Log Report on both TRS and CapTel to the Rhode Island Public Utilities Commission, who then submits the report to the FCC. During the FCC’s reporting year from June 2017 to May 2018 for TRS, there were no commendations or complaints, and 34 inquiries.


relay statistics: CapTel

CapTel

The following information indicates

the trends of the annual total number

of session minutes, call volume, calling

trends, average speed of answer

and service level, and contacts with

customers. The numbers reflect the

CapTel services (such as voice, data,

intrastate, international, and other call

services) that are currently provided by

Rhode Island Relay.

See appendix for a complete

statistics report.

Session MinutesA breakdown of monthly CapTel session minutes is shown in Figure 7. This reporting year’s Rhode Island Relay session minutes totaled 30,738, representing a significant decrease of 36.8%, or 17,920 minutes, compared to the previous year’s statistics.

Figure 7: Session Minutes







Call VolumeA total of 11,576 Rhode Island Relay CapTel calls were generated this reporting year, representing a moderate decrease of 19.5%, or 2,807 fewer calls. A breakdown of monthly call volume is displayed in Figure 8.

Figure 8: Call Volume

December 1,371 June 843

January 1,271 July 830

February 919 August 1,034


April 959 October 929

May 966 November 746


Calling TrendsIn August, specific information detailing where Rhode Island Relay CapTel calls originated is presented in graphic form. The August 2018 map in Figure 9 shows where the highest concentrations are in red, yellow, green, blue and then salmon.

Call OriginationFigure 10 indicates that most Rhode Island Relay CapTel calls were initiated by CapTel users.

FCC Annual Consumer Contact Log: CapTelSprint prepares and submits the mandatory Federal Communications Commission (FCC) Annual Consumer Contact Log Report on both TRS and CapTel to the Rhode Island Public Utilities Commission, who then submits the report to the FCC. During the FCC’s reporting year from June 2017 to May 2018 for CapTel, there were no commendations, complaints, or inquiries.

68+32Voice3,653

CapTel7,924

Fig. 10: CapTel Call Origination

Rhode IslandAugust 2018 - CapTelStatewide Call by Numbers

LEGEND500 to 1,000250 to 500100 to 25050 to 10025 to 5010 to 251 to 100 to 0 Rhode Island

August 2018 - CapTelStatewide Call by Numbers

LEGEND500 to 1,000250 to 500100 to 25050 to 10025 to 5010 to 251 to 100 to 0

Fig. 9: CapTel Calling Trends


relay statistics: RCC

Relay Conference CaptioningThe Sprint Teleconference Captioning

(STC, formerly Relay Conference

Captioning [RCC]) combines real-time

captioning and voice relay service

through an internet connection. A user-

customizable transcript window allows

the user to follow the meeting comment

by comment.

Sprint Accessibility operates STC services,

with its partner, for 12 states and Federal

Relay.

See appendix for a complete

statistics report.

RCC Billable MinutesA total of 7,860 Relay Conference Captioning (RCC) billable minutes were generated during this reporting period, a significant increase of 628%, or 6,780 more minutes, from last year. A breakdown of monthly minutes is in Figure 11.

Figure 11: RCC Billable Minutes

December 45 June 105

January 45 July 1,275

February 300 August 1,080

March 75 September 1,395

April 0 October 1,995

May 0 November 1,545

Call VolumeA total of 125 RCC calls were generated this reporting year. A breakdown of monthly call volume is displayed in Figure 12. This represents a significant increase of 558%, or 106 calls, from last year.

Figure 12: Call Volume

December 2 June 2

January 1 July 20

February 4 August 19


April 0 October 33

May 0 November 24


Mike EllisGlobal Vice President of Accessibility

John MooreNational Customer Relations Manager

Michelle VicinoCustomer Relations Manager

Mark TauscherBusiness Development/Project Manager

Angie OfficerImplementation Manager

Maggie SchoolarSales Director

Andrew BrennemanSenior Client Director

Brad AndersenBusiness Analysis Coordinator

Kris OwaraBusiness Analyst

Brian AdamsonNational Customer Service Supervisor

Art MooreWireless Account Manager

meet the Sprint Accessibility team

Sharon Colby CamaraContract Administrator

RIPUC 89 Jefferson Blvd.Warwick, RI 02888

(401) 780-2157

Rhode Island Public Utilities Commission


appendices


outreachDate Activity Location Audience Attendees Type

12/1 Assistive Technology Conference

Warwick General 250 Exhibition booth

12/4 Voiceitt Conference call Dial-In Speech 10 Testing beta app

12/7Adaptive Telephone Equipment Loan Committee meeting

Warwick Hearing 10 Quarterly meeting

12/11

Adaptive Telephone Equipment Loan Speech and Hearing Lab Grand Open

Providence General 25 RI Relay sponsored Grand opening to professionals

12/12 Voiceitt Conference Call Dial-In Speech 4 Final call to wrap-up beta test

1/4 Brookdale Senior Living/Seniors Rule

Providence General 22 Networking event

1/9 Network Rhode Island Cranston Hearing 5 RCC training

2/8 Opioid Epidemic Seminar Providence General 100 Networking

2/9Department of Labor and Training Cranston Hearing 7

RCC training for all Network Rhode Island Department Heads

2/13 Multiple Sclerosis Dream Center

Cranston General 26 Presentation

2/15 Cox Communications Networking Lunch

Warwick Hearing 12 Networking (RCC)

3/5 Cross-Disabilities Coalition Meeting

Warwick General 20 Presentation

3/6 ADA Police Compliance Meeting

Providence Hearing 6 Planning meeting

3/19 CART and Interpreter Meeting

Providence Hearing 15 Presentation for Office of Rehabilitation Services


Warwick Hearing 11 Quarterly meeting

4/16 Office of Rehabilitation Services

Providence Hearing 6

Accompanied consumer to Adaptive Telephone Equipment Loan Hearing Lab


Date Activity Location Audience Attendees Type

4/18 Seniors Rule/Mesa Café Cranston General 12 Discuss upcoming events/Networking

4/23Office of Rehabilitation Services/Adaptive Telephone Equipment Loan

Providence Hearing 5Presentation from Bellman & Symfon for assistive technology

4/24 Police Annex Building Providence Hearing 150 Presentation

5/3 Residential Service Coordinator Conference

Newport General 300 Exhibit Table

5/3 Congressman Cicilline‘s Senior Health Fair

East Providence

General 100 Exhibit Table

5/9 Leon Mathieu Senior Center Pawtucket General 100 Exhibit Table

5/10 Rhode Island Coalition for Assistive Technology

Providence General 9 Advisory committee

5/11 Department of Labor and Training

Woonsocket General 6 Discuss Relay services and train how to use RCC

5/16 Seniors Rule Cranston General 10 Networking group

5/17 Hearing Loss Awareness Expo

Providence Hearing 150 Exhibit Table/Sponsor

5/17 Annual Better Hearing and Speech Expo

Providence General 75 Exhibit Table

6/7Rhode Island Parent Information Network (RIPIN) annual breakfast

Warwick General 150 Networking

6/9 Quonset Airshow Quonset General 150 Exhibit Table/worked the intake for hospital/triage

6/10 Quonset Airshow Quonset General 150 Exhibit Table/worked the intake for hospital/triage

6/14 Seniors Rule Luncheon Warwick General 20 Networking

6/18 Senior Expo Woonsocket Senior Center

Woonsocket General 75 Exhibit Table

6/26 The Meadows Apartments Smithfield General 15 Presentation

6/29 Narragansett Community Center

Narragansett Hearing 20 Presentation and demo of RCC

7/4Air Show Medical Reserve Corp/Disaster Medical Assistance Team

South Kingstown General 200

Volunteered while representing Relay

7/17 Vinny‘s Auto Shop East Providence

Hearing 2 CapTel demonstration for the owner



7/28 Newport Folk Fest Newport General 1000 Volunteered while representing Relay

7/29 Newport Folk Fest Newport General 1000 Volunteered while representing Relay


Warwick Hearing 11 Advisory Committee

9/8 Parkinson‘s Awareness 5K East Greenwich

General 150 Promote services

9/13Herbert Rehabilitation Facility Smithfield General 50

Networking breakfast to promote services and RCC

9/15 Rally for Recovery Providence General 150 Promote services

9/19 Women‘s Conference Providence General 150 Networking

9/26Seniors Rule Networking Breakfast Cranston General 13

Networking breakfast to promote services and RCC

9/27 St. Clare Rehabilitation Center Networking Event

Newport General 30 Networking to promote services and RCC

9/27 Lincoln Senior Center Health Expo

Lincoln General 75 Senior Health Fair

9/30 Providence Children‘s Museum

Providence Hearing 50 Sponsorship

10/6 Brookdale Manor Rehabilitation Center

Warwick general 40 Networking to Promote services

10/11Home Health Smith Medical Supply Portsmouth general 4

Present Relay services/assist ATEL in setting up CapTel demo table

10/12Ocean State Center of Independent Living (OSCIL) 30th Anniversary Dinner

Warwick general 150Networking to promote services/Relay sponsorship

10/18 Brookdale Manor South Wakefield general 35 Networking to promote services

10/25Rhode Island Council of Assistive Technology Meeting/Tech Access

Cranston general 12Committee to improve community

10/26Seniors Rule Fundraiser Party Cranston general 80

Fundraiser party to raise money for nursing home presents



11/1 Senior Agenda Coalition Annual Breakfast

Warwick general 200 Exhibit Table/Sponsor

11/7

Rhode Island Commission on the Deaf and Hard of Hearing Annual Coffee Hour

Providence hearing 150 Exhibit Table/Sponsor

11/30 Tech Access Assistive Technology Conference

Warwick general 200 Exhibit Table

TOTAL ATTENDEES

5,778


Rhode Island Relay statisticsDEC. JAN. FEB. MARCH APRIL MAY JUNE JULY AUG. SEPT. OCT. NOV. TOTAL

TRS Conversation 1,633 1,796 1,920 2,077 1,395 1,148 1,375 1,313 999 1,020 949 668 16,293

TRS Session 2,826 3,092 3,038 3,495 2,465 2,019 2,325 2,379 1,961 2,089 2,096 1,723 29,509

Speech to Speech Conversation 0 0 0 0 0 0 0 0 0 0 0 34 34

Speech to Speech Session 8 21 28 10 22 8 11 12 17 17 6 51 211

Total Conversation Minutes 1,633 1,796 1,920 2,077 1,395 1,148 1,375 1,313 999 1,020 949 702 16,327

Total Session Minutes 2,835 3,113 3,066 3,505 2,488 2,027 2,336 2,390 1,978 2,106 2,103 1,774 29,719

CAPTEL CALL VOLUME

Total Conversation Minutes 2,651 2,389 1,782 1,784 1,890 1,827 1,603 1,950 1,968 1,551 1,863 1,864 23,121

Total Session Minutes 3,612 3,305 2,260 2,376 2,489 2,458 2,340 2,515 2,744 2,097 2,334 2,208 30,738

Interstate Session Minutes 477 249 424 260 276 334 271 591 294 254 261 430 4,120

Billable Intrastate Session Minutes 3,135 3,056 1,837 2,116 2,212 2,125 2,069 1,924 2,451 1,843 2,073 1,778 26,618

Call Count 1,371 1,271 919 916 959 966 843 830 1,034 792 929 746 11,576

Call Type DATA 915 918 643 620 658 676 532 587 696 511 650 518 7,924

Call Type Voice 456 354 276 296 301 290 311 243 338 281 279 228 3,653

RCC CALL VOLUME

Billable Minutes 45 45 300 75 0 0 105 1,275 1,080 1,395 1,995 1,545 7,860

Call Count (Events) 2 1 4 2 0 0 2 20 19 18 33 24 125

TOTAL NUMBER OF OUTBOUND CALLS BY CALLING DEVICE (Minus Captioned Telephone)

TTY 83 87 43 107 141 79 113 99 79 115 94 106 1,146

Turbo code 22 2 0 1 0 0 1 0 2 1 21 0 50

ASCII 0 0 0 1 0 0 0 0 0 0 0 0 1

Voice 112 78 63 84 45 59 50 50 48 163 96 48 896

VCO 223 287 296 253 164 104 107 105 57 35 58 47 1,736

HCO 27 43 40 33 20 20 46 26 13 20 24 21 333

D/B ASCII 0 0 0 0 0 0 0 0 0 0 0 0 0

D/B BAUDOT 0 0 0 0 0 0 0 0 0 0 0 0 0

TOTAL 467 497 442 479 370 262 317 280 199 334 293 222 4,162

PERCENTAGE OF CALLS AVG.

TTY 17.77% 17.51% 9.73% 22.34% 38.11% 30.15% 35.65% 35.36% 39.70% 34.43% 32.08% 47.75% 27.53%

Turbo code 4.71% 0.40% 0.00% 0.21% 0.00% 0.00% 0.32% 0.00% 1.01% 0.30% 7.17% 0.00% 1.20%

ASCII 0.00% 0.00% 0.00% 0.21% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.02%

Voice 23.98% 15.69% 14.25% 17.54% 12.16% 22.52% 15.77% 17.86% 24.12% 48.80% 32.76% 21.62% 21.53%

VCO 47.75% 57.75% 66.97% 52.82% 44.32% 39.69% 33.75% 37.50% 28.64% 10.48% 19.80% 21.17% 41.71%

HCO 5.78% 8.65% 9.05% 6.89% 5.41% 7.63% 14.51% 9.29% 6.53% 5.99% 8.19% 9.46% 8.00%

D/B ASCII 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%

D/B BAUDOT 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%

Total 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%


DEC. JAN. FEB. MARCH APRIL MAY JUNE JULY AUG. SEPT. OCT. NOV. TOTAL

TOTAL NUMBER OF OUTBOUND CALLS BY JURISDICTION (Minus Captioned Telephone)

Local 356 404 311 333 299 201 216 202 150 287 247 172 3,178

Intrastate 0 1 0 3 0 2 1 2 0 0 0 0 9

Interstate 58 36 45 38 20 20 36 14 13 6 9 11 306

Toll Free 52 54 82 95 51 33 57 62 34 39 36 39 634

Directory Assistance 1 2 4 10 0 6 7 0 2 2 1 0 35

900 Service 0 0 0 0 0 0 0 0 0 0 0 0 0

International 0 0 0 0 0 0 0 0 0 0 0 0 0

Marine 0 0 0 0 0 0 0 0 0 0 0 0 0

Other 0 0 0 0 0 0 0 0 0 0 0 0 0

TOTAL 467 497 442 479 370 262 317 280 199 334 293 222 4,162

General Assistance 1,307 1,526 1,235 1,567 1,235 1,135 1,344 1,492 1,365 1,255 1,334 1,243 16,038

Busy Ring/No Answer 63 82 38 95 37 27 47 40 35 122 67 51 704

Total Number of Relayed Calls 1,837 2,105 1,715 2,141 1,642 1,424 1,708 1,812 1,599 1,711 1,694 1,516 20,904

SPEED OF ANSWER (85% within 10 Seconds) AVG.

Service Level 97.0% 97.0% 97.0% 99.0% 99.0% 99.0% 98.0% 98.0% 97.0% 95.0% 96.0% 95% 97.3%

Average Speed of Answer 1.0 1.1 0.9 0.8 0.6 0.7 0.8 0.9 1.2 2.2 1.6 2.3 1.2

COMPLAINTS AND COMMENDATIONS TOTAL

TRS Complaints 0 0 0 0 0 0 0 0 0 0 0 0 0

TRS Commendations 0 0 0 0 0 0 0 0 0 0 1 0 1

TRS Inquiries 0 7 9 5 3 10 10 0 10 9 18 1 82

CapTel Complaints 0 0 0 0 0 0 0 0 0 0 0 0 0

CapTel Commendations 0 0 0 0 0 0 0 0 0 0 0 0 0

CapTel Inquiries 0 0 0 0 0 0 0 0 0 1 1 0 2

Thank you, Rhode Island!

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